Job Specifications
ServiceNow Developer
Location: On-site in Jefferson City, MO.
Contract
What you'll do
Business analysis
Lead Requirements validation workshops with ITSD, agency BRMs, Service Desk, NOC, Security, HR, and Legal.
Decompose scope into epics/stories for Incident, Problem, Change, Major Incident, Knowledge, CMDB/Discovery, and IGA/JML.
Write clear acceptance criteria (Gherkin/ATF-friendly)
Map current-state processes (Cherwell + manual steps) to target ServiceNow flows; identify policy, role, and approval models (e.g., CAB, Problem Coordinator, User Provisioning Lead).
Specify integration requirements (on-prem AD, M365/Exchange, SCCM, Armis, mainframe/AS400 if needed, event bus/MOVERS data exchange).
Define data dictionaries and required fields (e.g., People ID, Department, Company, Manager, Hire/Termination Dates) and align with identity lifecycle needs.
Technical analysis & configuration guidance
Partner with architects/admins on CSDM-aligned service modeling, CMDB health goals (duplicate/orphan/staleness), and Discovery scope.
Author functional designs for Flow Designer/IntegrationHub subflows (e.g., AD account create/disable, M365 mailbox, distribution lists, disabled OU handling, 14-day/30-minute timers).
Draft catalog items & intake forms for self-service (employee center), including validations, assignment rules, SLAs/OLAs, and survey triggers.
Recommend ATF coverage and test data; help build repeatable test packs for ITSM and IGA journeys.
Review plugins/content packs (MIM, CMDB Workspace, KM/Predictive, CSDM best-practice) and document dependencies.
Minimum qualifications
5+ years as a Business/Technical Analyst on enterprise platforms; 2+ years focused on ServiceNow (ITSM and/or IGA/HRSD).
Hands-on backlog management in Azure DevOps or Jira; strong user story and acceptance criteria discipline.
Demonstrated experience with ITIL v4 processes (Incident/Problem/Change, MIM, Knowledge) and CSDM/CMDB concepts.
Familiarity with identity lifecycle (JML) and directory/M365 concepts (on-prem AD, group management, mailbox provisioning).
Proficiency building process maps (BPMN), data dictionaries, and interface specs; comfortable with basic SQL/reporting.
Excellent facilitation, written documentation, and stakeholder management skills.
Preferred qualifications
ServiceNow certifications (any of: CSA, CIS-ITSM, CIS-Discovery/CMDB, CIS-HR/IGA or equivalent experience).
Exposure to Flow Designer/IntegrationHub, ATF, and Service Operations Workspace.
Experience in public sector/state HHS or large regulated environments handling PII/PHI.
Knowledge of SCCM/Intune, Armis, mainframe/AS400 integration patterns, and PowerShell-driven automations.
Analyst and ITSM and (IGA or HRSD)